Troubleshoot Customer Emails

Steps to take if your customer notification emails fail to send, use the incorrect template or branding, are sent to your customer's spam folder.

This article discusses troubleshooting steps for some common issues with customer email notifications from ShipStation.

Expand any of the sections below to see additional details and troubleshooting steps. If you are not able to resolve your issue after following the troubleshooting steps below, please reach out to ShipStation support. We are happy to help.

Shipment Confirmation Failed to Send

The Issue

The customer notification did not send or you received a failed notification alert in ShipStation.

Troubleshooting Steps

  1. Ensure the store is configured to send emails. Check the Shipment Confirmation Email setting for the store in Settings > Selling Channels > Store Setup >Edit Store Details > Emails.

    Store Setup: Red boxes highlight Notifications tab & Shipment Confirmation Email: Default Shipping Template selected.
  2. Check to see if delayed notifications are enabled, also found on the Emails tab. If so, the notification will not be sent until the conditions are met.

    If using the condition of when the shipment first hits the mail stream, the service used for the shipment must support auto-tracking in ShipStation.

    Store Setup: Red boxes highlight Emails tab & options for Send marketplace notification.
  3. Confirm the order contains a valid email address.

    Amazon, Walmart, and Rakuten do not allow ShipStation to notify their customers and will not include valid email addresses when sending orders to ShipStation.

    SS_OrderDetails_EmailAddress_MRK.png
  4. Resend the notifications by selecting the shipment with the failed notification and choosing Other Actions > Send Notification.

Email Sent to Spam

The Issue

Your customer notification emails consistently end up in your customer's spam folder.

Troubleshooting Steps

  1. Avoid marketing language in your notification emails, as this can trigger many email providers' spam filters.

  2. Add your company email address in the Email field of your store setting's Branding tab. Go to Settings > Selling Channels > Store Setup > Edit Store Details > Branding.

    Verify the email address once you have saved your changes.

    Without an email address, email notifications will send from tracking@shipstation.com, which can trigger the email provider's spam filter.

    SET_STORE_BRND_Email_MRK.png
  3. Do not add or include links in your email signature. Emails with links in their signature will often be sent to spam.

Incorrect Branding or Template

The Issue

Emails contain the wrong branding or used the wrong template.

Troubleshooting Steps

The template assigned to the order may have been changed either manually or by an automation rule.

  1. Check your store's Shipment Confirmation Email template to ensure the correct template has been assigned to the store. Go to Settings > Selling Channels > Store Setup > Edit Store Details.

    Store Setup: Red boxes highlight Notifications tab & Shipment Confirmation Email: Default Shipping Template selected.
  2. Check the Shipment Activity section in the order details to see if an automation rule applied and changed the selected template

Delivery Notification Not Sent

The Issue

Your customers are not receiving their shipment delivery notifications.

Troubleshooting Steps

  1. Check that you have set the store to send Delivery Notifications. Go to Settings > Selling Channels > Store Setup > Edit Store Details > Notifications and check Delivery Notification Email.

    SET_STORE_NOTIFY_DeliveryTemp_MRK.png
  2. Check that the service used for the shipment supports auto-tracking in ShipStation.

    If the service does not automatically send tracking updates to ShipStation, ShipStation cannot send a delivery confirmation email.